Front Office & Guest Experience Supervisor

Mercure Hotels; Jakarta Selatan; On-site; IDR 133,920,000 - 223,200,000; Full time

Job summary

Mercure Jakarta Gatot Subroto is seeking an Assistant Front Office Manager to support the Front Office Manager in delivering exceptional guest experiences. You will lead the front desk team, ensure smooth daily operations, and uphold Accor brand standards and SOPs across all guest interactions.

The role requires 2–3 years in Front Office, strong English and leadership abilities, and flexibility to manage shifts in a busy hotel environment. HACCP/guest safety awareness is valued.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management or related field preferred.
• 2–3 years Front Office experience, supervisory/leadership role preferred.
• Experience in an international hotel chain is an advantage.
• Knowledge of PMS, reservations procedures, cashiering, and guest service standards.
• Strong English communication skills, both written and spoken.

Responsibilities

• Oversee daily Front Office operations and ensure smooth service.
• Supervise check-in/check-out, guest registration, and billing procedures.
• Ensure SOPs, brand standards, and service procedures are followed.
• Monitor room availability, occupancy, VIP/group arrivals, and special requests.
• Coordinate with Housekeeping and other departments for guest readiness.
• Handle guest complaints professionally and ensure timely resolution.

Skills

Front Office leadership

Customer service

English communication

Problem solving

Team coaching

Education

Hospitality management degree

Tools

PMS (Hotel)

Reservations system

Cashiering

Job description

Mercure Jakarta Gatot Subroto is seeking an Assistant Front Office Manager to support the Front Office Manager in delivering exceptional guest experiences. You will lead the front desk team, ensure smooth daily operations, and uphold Accor brand standards and SOPs across all guest interactions.

The role requires 2–3 years in Front Office, strong English and leadership abilities, and flexibility to manage shifts in a busy hotel environment. HACCP/guest safety awareness is valued.